Gestión de control bajo teletrabajo en las operaciones bancarias y seguridad de la información en el departamento de reclamos de una entidad financiera
The present study entitled "Control management under teleworking in banking operations and information security in the claims department of a financial institution"; has been developed from the problems generated by the pandemic, where several organizations operated in complex and unstable...
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| Natura: | masterThesis |
| Lingua: | spa |
| Pubblicazione: |
2022
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| Soggetti: | |
| Accesso online: | http://repositorio.ulvr.edu.ec/handle/44000/5981 |
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Aggiungi Tag | Riassunto: | The present study entitled "Control management under teleworking in banking operations and information security in the claims department of a financial institution"; has been developed from the problems generated by the pandemic, where several organizations operated in complex and unstable business environments. The claims department of a financial entity, in order to preserve the occupational safety of the personnel, had to motivate the customer service by means of the teleworking system. The investigative development had a mixed approach of descriptive character with the application of the analytical method; using as techniques the documentary analysis, the survey, the interview and the direct observation; and as instruments the sources of first level, the questionnaire and the observation card in a sample conformed by 33 persons. The diagnosis of the control management under the modality of teleworking identified the increase of the workload of each of the workers; being the most susceptible operations the claims for judicial retentions, which gave way to the presentation of claims or complaints by the customers for the misuse of the information provided; for this a proposal of improvement of the control of the customer service in the processes of claims under the modality of teleworking that includes the change of the organizational structure; code of ethics and manual of functions is raised; obtaining an average of acceptance of the phases of 3. 56 points, which indicates that the experts are in agreement with the proposed and that the content has a medium level of risk (3.66 average), so it can be concluded that there is a vast theoretical support that allows to base the management of telework control in banking operations and information security; however, the gaps of information leakage must be solved. |
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